What's the Capital of Ohio?
Public libraries offer real-time solutions to online questions
Staff -- School Library Journal, 1/1/2001
A group of public libraries in northeastern Ohio have established a real-time online reference service--operating from 8 p.m. to midnight, Sunday through Thursday. The new service, Ask Us Questions.com (www.askusquestions.com), is a cooperative project of 14 members of the NOLA Regional Library System and is offered free to the libraries' cardholders. Here's how the reference service works. Using EShare NetAgent 4.0 software, "moonlighting" librarians from NOLA-area libraries answer questions from ready-reference stations set up in their homes. The librarians use chat technology, similar to America Online's Instant Messaging, to converse online with clients. They also demonstrate how to locate online resources both through the libraries' EBSCOhost database and the Internet in general. So far, most of the reference questions have come from students doing homework. NOLA librarians learned that most users wanted longer hours, as well as an immediate answer. "People want to come to the library after we close," says Bill Tokarczyk, director of Ashtabula County District Library, "and we saw this project as a way to serve them." Launched in November, Ask Us Questions.com averaged 30 questions a week during its first month, with 70 percent to 75 percent of those questions coming from students--elementary school kids through college students. Brad Stevens, NOLA's technology coordinator, says that a speedy response and accuracy are major goals of the online reference service. "Patrons do not want to wait," he says, "and patrons don't wait on hold for more than three to five minutes." Stevens also says that thus far, users of the service "seem really pleased."--Walter Minkel
